From 'guys writing software' to PSS: the progression of an SME

Purpose: This paper is an illustrative case study of a service-based company moving into product development and manufacturing to present a complete integrated system to the customer. Design/Methodology/Approach: The timeline of events has been collated through an interview with the managing director, with additional information obtained from the organisation’s website. Three particular organizational milestones – a move into manufacturing, additional revenue streams and increasing R&D capability - were identified as particular points of interest. These have been discussed and interpreted according to definitions of servitisation, productisation and product service systems. Findings: This is a commentary on the evolution of a business over the course of 15 years, from an initial services company to a product-service system producer. Also noted are some elements of advanced services, in the way that payment from the customer are structured. Originality/Value: Service organisations which have moved into product development and manufacturing are not widely documented. This case represents an illustrative addition of productisation in practice to add to the body of literature. It also considers a link between productisation and subsequent servitisation as a topic for further investigation.